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1. Purpose

To establish a fair and transparent process for receiving, recording, and resolving complaints and appeals related to hygiene rating audit services.

2. Scope

This procedure applies to all complaints and appeals received by HYQCERT regarding audit findings, certification decisions, or auditor conduct.

3. Definitions

  • Complaint: An expression of dissatisfaction about services, staff, or decisions of HYQCERT.
  • Appeal: A request for reconsideration of any decision related to audits or certification.

4. Responsibility

  • Managing Director (MD): Final authority for complaints and appeals.
  • Technical Manager (TM): Responsible for registering, coordinating investigations, and maintaining records.
  • Appeals Committee: Formed by MD for impartial review of appeals.

5. Complaint Handling Procedure

  • Complaints may be submitted by email, letter, or form.
  • All complaints are recorded and acknowledged within 2 working days.
  • MD assigns responsibility for investigation.
  • Resolution is communicated to the complainant within 15 working days.
  • Complaints are reviewed periodically for improvement.
Send Complaint Email

6. Appeals Procedure

  • Appeals must be submitted in writing within 15 days of decision.
  • Appeals are acknowledged and recorded.
  • MD (or appointed committee) reviews and decides within 15 working days.
  • If unresolved, the appellant may escalate to QCI/FSSAI.
  • No fees are charged for complaints or appeals.
Send Appeal Email

7. Confidentiality & Fairness

  • All complaints and appeals will be handled confidentially.
  • No person involved in the original decision shall take part in the resolution.
  • No retaliatory action shall be taken against complainants or appellants.

8. Records:

All complaints and appeals shall be recorded and maintained by the Technical Manager in standard company formats. These records will be retained and made available to authorized personnel as required.